Customer Guru

FEBRUARY 23, 2018

Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. It is just that the current banking system excludes a lot of people.

Marketing 112

Marketing Customer Experience Banking Customer centricity 112

PeopleMetrics

APRIL 28, 2015

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. In 2014, the most likely reason a customer is in the branch is to resolve an issue.

Banking 79

Banking Customer Experience Surveys Finance 79

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

MARCH 31, 2022

Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. The Federal Reserve Bank (the Fed) in the U.S., Unfortunately, those cuts tend to fall in the customer service group, like the call center.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

OCTOBER 29, 2014

So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later. Bank of America, Morgan Chase, etc.)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Taylor Reach Group

SEPTEMBER 6, 2023

From checking bank balances in the 1980s to engaging in lucid conversations with AI chatbots in 2023, the core objective remains consistent: enhancing self-service capabilities. The future undoubtedly holds more advancements, shaping a customer-centric landscape where humans and AI collaborate to deliver exceptional experiences.

Contact Center 65

Contact Center Interactive Voice Response Self service Chatbots 65

Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Vonage

DECEMBER 18, 2018

As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. Past and future of customer experience. Customers are changing business models.

Customer Experience 101

Customer Experience Customer Service Banking Airlines 101

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

C Space

OCTOBER 8, 2021

ATB Financial won the Customer Relationships Award which is given to a project or program that combines insight and relationship design to drive a customer-centric outcome. ATB overhauled its mobile and web banking to provide customer-centric solutions. C Space is a part of the Interbrand Group.

Banking 69

Banking Customer centricity Consulting Consulting 69

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

CSM Magazine

JUNE 17, 2020

Customers today craft their own journey to connect with companies, demanding a consistent, unified brand experience physically or virtually. Robust two-way integrations with these CRMs improve customer and agent experiences and keep data centralized and highly accessible. About Vee24.

Automotive 52

Automotive Banking Healthcare Chatbots 52

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Surveys 83

Surveys Feedback Banking Best practices 83

Beyond Philosophy

SEPTEMBER 1, 2015

It’s the name of the company, which employs a group of people that make these things happen on behalf of the Customer. The reason I ultimately doubt the validity of widespread employee exploitation and abuse at Amazon is because the employee experience and Customer Experience are linked. Download the app for free, here: [link].

Banking 240

Banking Customer centricity Management Customer Experience 240

ijgolding

JULY 18, 2018

Luckily, it’s not just another generic sales/marketing event – It’s a meeting of customer service, customer experience and social customer care professionals focused on how their role is changing and how they can build new strategies to deliver an unforgettable experience. About Incite Group. I hope to see you there!

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Fonolo

MAY 5, 2020

They provide over 130,000 members with financial services from only 15 branches, they are proud of their customer-centric approach and focus on creating a great experience for their members, both new and old. Plus, we have an awesome group of people working for us, which means they work for you too. What was their problem?

Abandon rate 62

Abandon rate Caller satisfaction Banking Customer centricity 62

ClearAction

JANUARY 12, 2022

Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series. A precursor to progress in profits and top-line proceeds is customers’ predisposition toward your brand. 16X reduction in customers’ time for service.

Government 62

Government Enterprise Customer centricity Banking 62

aircall

OCTOBER 11, 2022

How to reduce multitasking in sales teams: task grouping. Instead, here’s an approach we use that we picked up from these Hubspot time-management tips that focus on task grouping. Besides leveraging DND features you can also reduce distractions by consciously grouping them. Instead, leverage Do Not Disturb features.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ClearAction

OCTOBER 12, 2022

Lifetime Value of customers, partners, and employees is the key to ROA. Your brand relies on these 3 groups for growth. Employees and partners create and deliver value to customers who pay for salaries, budgets, and dividends (EPS). This stimulates customer-centric culture (+ employee-centricity and partner-centricity).

Metrics 62

Metrics Management Sales Surveys 62

Lumoa

NOVEMBER 29, 2021

McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care, and banks, the linkage is weaker because of the higher switching costs.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

PeopleMetrics

MARCH 13, 2015

Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. We say, Hear! It''s about time. And everyone is encouraged to make that choice.

Customer Experience 109

Customer Experience Customer centricity Employee engagement Feedback 109

TRUSTID

JANUARY 4, 2018

With the customer journey so critical to sales and customer retention, it’s no wonder that Gartner predicts that 50 percent of contact centers will be redirecting their investments on innovations in the customer experience. Catering directly to their needs is how organizations can build a more customer-centric contact center.

Customer Experience 50

Customer Experience Interactive Voice Response Customer centricity Contact Center 50

Fonolo

JANUARY 22, 2020

Description: Chief Customer Officers is a premium event designed for customer experience leadership. Besides the keynote presentations, attendees have the opportunity to attend the breakout Discussion Group sessions, with many attendees citing these as the highlight of the conference. Event Host: SQM Group.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Beyond Philosophy

JULY 4, 2016

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Needs a bank’s product to support their activities (home purchasing, auto loans, etc.). Let’s begin there.

Banking 225

Banking Customer centricity Big data Finance 225

Customer Relationship Metrics

JULY 26, 2017

The largest age group of contact centers agents are millennials. And it sets agents up to fail in a customer-centric world. Now, contact centers must implement a constructive process that focuses primarily on knowledge gained from customers, not from internal criteria assumed to create customer-centricity.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

C3Centricity

SEPTEMBER 12, 2016

Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art. In the bank, I was treated to a comfortable sofa, coffee and a TV channel to watch, as my name moved quickly up the waiting list on the large central screen.

Airlines 91

Airlines Coaching Banking Customer centricity 91

Vonage

FEBRUARY 16, 2017

You’ll be most successful if you select your customer-facing team based on the following psychological traits , even before you start thinking about the specific skill set you’re looking for. The crucial customer-centric traits are contained in my acronym “WETCO.” This process isn’t that complicated.

Banking 54

Banking Customer centricity Personalization Accountability 54

Customer Centric Support

FEBRUARY 6, 2017

Now, at nearly ten months later more than 65% of that group of agents is about to celebrate their one year anniversary with the company. On a larger scale, a few years ago Bank of America leadership was fraught with staffing issues at all of their many international call centers. Customer Centric Support Home.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Customer expectations for personalization have evolved immensely.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

AskNicely

APRIL 12, 2015

If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. Your bank could send you paperless receipts, that sort of thing. The third step is to divide customer responses into three groups based on their 0-10 answer to the first question.

Surveys 60

Surveys Banking Customer centricity Feedback 60

CSM Magazine

JUNE 7, 2021

Digital Customer experience is considerably simpler to quantify than the experiences in non-digital ecosystems because of the amount of data produced in the digital environment, including cookies, fillable banking, online forms, user databases, and other data analysis techniques. Establish a clear vision for customer experience.

Customer Experience 52

Customer Experience Advertising Feedback Banking 52

Talkdesk

JULY 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. However, ten times out of ten we’re making that request because we don’t want to ask for personal information like your bank account number on a public platform. It has its pluses and minuses.” — Brandon.

Finance 41

Finance Banking Customer centricity Accountability 41

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ijgolding

MAY 21, 2018

It will not be long before they launch their own Bank. Shortly afterward it became ‘Littlewoods Shop Direct Group’. This post was originally written exclusively for my column on CustomerThink – a global online community of business leaders striving to create profitable customer-centric enterprises.

Banking 74

Banking Customer centricity Enterprise Technology 74

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52